The Society of Workforce Planning Professionals (SWPP) is a membership association designed specifically to facilitate education and networking among workforce planners and managers in the contact center.

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Tip of the Week

  • The importance of Average Handle Time (AHT).  July 8 –
    How long is four and a half minutes? It depends on the context. If you’re rushing to make a flight, it can go by in the blink of an eye. But if your boss is Amazon CEO Jeff Bezos, and you’re sitting with him while on hold on your company’s own customer service …

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